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ShawnB420
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2019/07/02 00:00:33 (permalink)
How long does it take to get a support ticket number? Card died on Saturday, put in the Question that day and still haven’t received a response or ticket number.
Would like to get my replacement as soon as I can with the holiday and all but I can’t even get a response.

So frustrated with the RTX cards second one to die in less then 6 months.
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    dwexpress
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    Re: Support ticket time 2019/07/02 02:16:46 (permalink)
    ShawnB420
    How long does it take to get a support ticket number? Card died on Saturday, put in the Question that day and still haven’t received a response or ticket number.
    Would like to get my replacement as soon as I can with the holiday and all but I can’t even get a response.

    So frustrated with the RTX cards second one to die in less then 6 months.



    If you put in the support ticket saturday they wouldn't have got it till monday at the earliest, usually 24-48 hours so you should here something today i would think. 

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    #2
    ShawnB420
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    Re: Support ticket time 2019/07/02 02:45:31 (permalink)
    Ok thanks I’ll wait another day
    #3
    Cool GTX
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    Re: Support ticket time 2019/07/02 03:07:27 (permalink)
    Call EVGA during Support Hours
     
    https://www.evga.com/about/contactus/
     

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    bcavnaugh
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    Re: Support ticket time 2019/07/02 11:57:33 (permalink)
    ShawnB420
    Ok thanks I’ll wait another day

    Create it Now Service Ticket
    Get it in the System.
     
    "So frustrated with the RTX cards second one to die in less then 6 months." You may want to check your hardware as well being a 2nd card.
    post edited by bcavnaugh - 2019/07/02 12:09:16


    #5
    GTXJackBauer
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    Re: Support ticket time 2019/07/02 12:03:12 (permalink)
    Mine died on Friday and had called it in than.  Spoke to the amazing EVGA Tech Adam who made the experience painless and smooth.  Within a couple of hours my RMA ticket was set.  Now I'm just waiting for the cross shipment of my RMA replacement. 

    I would also recommend on calling in support and see what's going on.  



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    #6
    EVGATech_AdamB
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    Re: Support ticket time 2019/07/02 12:37:36 (permalink)
    Hello ShawnB420! I just looked into your ticket and I apologize for any delay in being able to respond back to you. Looks like an RMA has been started and I made sure it is now approved for you. You should have received a "Step 2 of 2" e-mail with instructions for sending us your graphics card. Please be sure to drain the Hydro Copper and plug the fill holes before shipping it out to us. If you have any questions, feel free to give us a call at 1-888-881-3842 and we would be happy to help.

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    bcavnaugh
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    Re: Support ticket time 2019/07/02 14:50:45 (permalink)
    "Please be sure to drain the Hydro Copper and plug the fill holes before shipping it out to us."
    Just to note when I send my cards back under an RMA with the Plugs in the Cards I received them back with no plugs.
    Also you have to add 2 more for a total of 6 Plugs.
    When asked about the Plugs I was told that I should not have send them in as they are considered Accessories.
    So make sure you have Plugs incase your card has none when you receive your RMA Card.
    post edited by bcavnaugh - 2019/07/02 14:54:05


    #8
    EVGATech_AdamB
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    Re: Support ticket time 2019/07/02 15:05:20 (permalink)
    bcavnaugh
    "Please be sure to drain the Hydro Copper and plug the fill holes before shipping it out to us."
    Just to note when I send my cards back under an RMA with the Plugs in the Cards I received them back with no plugs.
    Also you have to add 2 more for a total of 6 Plugs.
    When asked about the Plugs I was told that I should not have send them in as they are considered Accessories.
    So make sure you have Plugs incase your card has none when you receive your RMA Card.




    We do ask that for a Hydro Copper, if it was filled then you drain and plug any of the fill holes so that residual liquid does not leak out onto the PCB of the card. If the card is bone dry then it shouldn't be an issue but it is always better to take precautions. You wouldn't believe some of the things that have been sent in to us. I have seen one card shipped to us that looked like a waterballoon exploded inside of the box and then could not be accepted in for warranty. Better safe than sorry.

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    #9
    bcavnaugh
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    Re: Support ticket time 2019/07/02 15:16:29 (permalink)
    "Better safe than sorry." Yes Indeed this is very true.
    I only posted because when I did get my Cards back I had to buy Plugs before I could use them.


    #10
    XrayMan
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    Re: Support ticket time 2019/07/02 20:51:10 (permalink)
     
    Moved to the Warranty section.

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    #11
    ShawnB420
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    Re: Support ticket time 2019/07/02 21:42:07 (permalink)
    Thanks for the heads up about the plugs. I have spares so I should be ok. I’ll be draining it but likely won’t take the time let to completely dry so I’ll plug it up for safety.

    I’ll be shipping it in the foam packing container and the original inner box, do I need to use a bigger box or is that enough. I understand I won’t get it back.
    #12
    EVGATech_DanielM
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    Re: Support ticket time 2019/07/02 21:45:31 (permalink)
    You need to put the product box inside another box with 2 inches of padding. You do not want anyone to know what you are shipping :)

     
     
     
    -Daniel_EVGA
    #13
    ShawnB420
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    Re: Support ticket time 2019/07/02 21:46:24 (permalink)
    K will do. Thanks.
    #14
    Hoggle
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    Re: Support ticket time 2019/07/02 22:56:59 (permalink)
    I also normally write on the outside of the box "RMA # (Number given)" on all sides of the brown box I send back to a company. Hopefully it makes it quicker for them to process the RMA that way. I had a job in which I had to handle returned products and they wanted that done on all the returns.

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    ShawnB420
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    Re: Support ticket time 2019/07/03 09:17:56 (permalink)
    I have enough spare plugs so I’ll be ok but stupid policy. As if the card would bone dry so plugs are a necessity.
    #16
    AngryAce
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    Re: Support ticket time 2019/07/03 09:29:25 (permalink)
    ShawnB420
    How long does it take to get a support ticket number? Card died on Saturday, put in the Question that day and still haven’t received a response or ticket number.
    Would like to get my replacement as soon as I can with the holiday and all but I can’t even get a response.

    So frustrated with the RTX cards second one to die in less then 6 months.



    Always call if you can. I am currently waiting for responses and when I finally get one, they ask for superfluous information then you have to wait for another 2 days to hear anything.  


    #17
    EVGA_RMA_JaysonC
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    Re: Support ticket time 2019/07/03 11:16:12 (permalink)
    ShawnB420
    I have enough spare plugs so I’ll be ok but stupid policy. As if the card would bone dry so plugs are a necessity.



    The concern essentially is that the card is received back to EVGA without damages.  Unfortunately we have seen several waterblock graphics cards returned for warranty service where they arrived wet and the components are saturated.  To help avoid any surprises, we just offer a heads up in efforts of protecting your investment.  


     
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    #18
    ShawnB420
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    Re: Support ticket time 2019/07/03 11:38:02 (permalink)
    Oh I understand why I need to include them, my complaint was towards them being accessories and not returned. I feel they are part of the block and should be included.
    I can just imagine some of the returns you get and will definitely be taking all precautions.
    #19
    ShawnB420
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    Re: Support ticket time 2019/07/04 00:46:57 (permalink)
    So just to confirm original box and packaging is not enough I’ll need another bigger box with 2 inches of space on all sides correct?
    Or can I just use the original box and packaging?
    #20
    EVGATech_JaesonW
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    Re: Support ticket time 2019/07/04 01:33:47 (permalink)
    The original box isn't strong enough on it's own to stand up to shipping, I highly recommend shipping it inside another, sturdier box made for shipping. UPS recommends at least two inches of padding on all sides (top, bottom, and all four edges) to protect from potential crushes or punctures. Also make sure to use enough padding that the card doesn't move around at all. Just a small bit of play can let the card work it's way to the edge of the box and get damaged from a drop, I've seen that happen all too many times sadly.

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    #21
    Cool GTX
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    Re: Support ticket time 2019/07/04 06:24:27 (permalink)
    When you say "Original Box" - Are you talking about the "Retail Package" or the "Box EVGA originally shipped your product in" ?
     
     
    If you do Not box & pad to UPS / FedEx standards - they Can / Will deny Insurance claims for damage.
     
    Best to Protect your investment with a sturdy box & proper padding

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    #22
    ShawnB420
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    Re: Support ticket time 2019/07/04 06:30:14 (permalink)
    When I say original box I mean the retail package. I was hoping with the foam packing in it that would be enough but I see now it won’t be. I’ve found a bigger box that I’ll be using. I’ll still use the original retail package as that foam packing thingy really holds the card in tight but I’ll use a bigger outer box and fill it with packing foam

    I’m just trying to ship the smallest package I can as I don’t want to pay too much, insurance will be expensive as it is so just trying to keep my costs down.
    post edited by ShawnB420 - 2019/07/04 06:44:56
    #23
    ShawnB420
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    Re: Support ticket time 2019/07/15 06:16:34 (permalink)
    Shipment was received on the 11th but my RMA page shows the 12th so that’s a day lost, will be lucky to it back this week so that’s another week without my PC.
    So not happy.
    #24
    bcavnaugh
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    Re: Support ticket time 2019/07/15 06:19:09 (permalink)
    ShawnB420
    Shipment was received on the 11th but my RMA page shows the 12th so that’s a day lost, will be lucky to it back this week so that’s another week without my PC.
    So not happy.

    Weekends do not count in the timeline as well as holidays.
    Most likely it was Processed on the 12. So it is going on 2 Days.
    post edited by bcavnaugh - 2019/07/15 06:54:45


    #25
    EVGATech_DanielM
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    Re: Support ticket time 2019/07/15 13:37:26 (permalink)
    ShawnB420
    Shipment was received on the 11th but my RMA page shows the 12th so that’s a day lost, will be lucky to it back this week so that’s another week without my PC.
    So not happy.

    Keep in mind there is a 1-3 business days processing time.

     
     
     
    -Daniel_EVGA
    #26
    ShawnB420
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    Re: Support ticket time 2019/07/17 05:32:49 (permalink)
    Thanks all who replied. GPU shipped out yesterday and should have it by Thursday
    #27
    XrayMan
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    Re: Support ticket time 2019/07/17 19:34:23 (permalink)
    ShawnB420
    Thanks all who replied. GPU shipped out yesterday and should have it by Thursday



        

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    #28
    wmmills
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    Re: Support ticket time 2019/07/18 03:26:54 (permalink)
    Cool GTX
    When you say "Original Box" - Are you talking about the "Retail Package" or the "Box EVGA originally shipped your product in" ?
     
     
    If you do Not box & pad to UPS / FedEx standards - they Can / Will deny Insurance claims for damage.
     
    Best to Protect your investment with a sturdy box & proper padding


    +1... this is important right here. There have been a lot of packages, especially when its a online heavy time for sales and shipping like Amazon Prime Days, that get treated like footballs by delivery drivers who get overwhelmed. This used to happen all the time but the last couple years its seems to have gotten a little better with everyone getting surveillance cameras. You def want to make sure your package is secure though.

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    #29
    Cool GTX
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    Re: Support ticket time 2019/07/18 03:43:41 (permalink)
    ShawnB420
    Thanks all who replied. GPU shipped out yesterday and should have it by Thursday

     


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    #30
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